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This profile includes reviews for American Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 1,495 Customer Reviews
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Review fromAl H
Date: 07/27/2022
1 starAl H
Date: 07/27/2022
I want to formally lodge a complaint for the most egregious cancellation and outright blatant lying by American; my flight was on time all day until gates were changed twice, then delayed, then cancelled all within ten minutes of each other. There was no inclement weather in my city of departure or destination city, or in the path. Had there been, a delay would have occurred HOURS before the flight and not minutes followed by a cancellation. Its very clear this was either due to to crew issues, breaks being needed due to the law, or mechanical issues. Its so very convenient that American would suddenly wipe a flight from its schedule due to weather, aka an Act of God, to conveniently get itself out of comping all of those impacted and stranded. Not to mention that rebooking was a complete nightmare and took hours to get right with agents not rebooking the second leg back to the NEW departure city properly. This is on top of being told by a ******** Service agent at your DCA desk that no one else at ******** Service would help me after I walked away frustrated after she literally made me do everything to advocate for myself and not vice versa. This was quite a showing of unbusinesslike conduct and with all the many choices of carriers, you all have lost a customer for life. A friend shared her grievances for a recent flight where you all pulled this out of **********. It is completely wrong and manipulation of your ******** I truly have never been more disappointed or appalled.American Airlines
Date: 07/29/2022
Thank you for taking the time to share your feedback. We take your comments very seriously. Our records show that you were contacted regarding this matter on July 27, 2022 under case 1-31699256674. If you have any additional questions or concerns, please feel free to contact us back. Thank you.Review fromTyler R
Date: 07/27/2022
1 starTyler R
Date: 07/27/2022
My direct flight to and from ****** from *** were both cancelled. I received a voucher for the first flight and nothing for the second. Also my friend who accompanied me booked separate and is from ****** the only difference is that he didn't receive a response until several weeks after I did and oh they also lost his bag. I have flown all over the world and never use American bc their prices are normally higher. This was the first and last time I will ever use them. They really **** and so does their customer service. Oh and I was charged $230 by my cell provider bc I had to use my phone to find and book another flight. Both flights were cancelled an hour from departure. RIDICULOUS!!!American Airlines
Date: 07/29/2022
Thank you for taking the time to share your feedback. Our records show that you currently have an open case (1-31698750220) that is under review. You should hear from our team soon. Thank you.Review fromMegan W
Date: 07/26/2022
1 starMegan W
Date: 07/26/2022
I was suppose to receive trip credit due to my flight being delayed and my husband missing his flight. Thought I had them, when I tried booking another flight with them, and it said the credit wasn't available. We have YET to receive it and each time we call, they give us the run around. Not to mention they damaged my bags and I had to wait a month for them to compensate me. My record locator is JCLARWAmerican Airlines
Date: 07/29/2022
Thank you for taking the time to share your feedback. We take your comments very seriously and would like to hear more from you. Please feel free to contact us directly at www.aa.com/customerrelations as we would appreciate the opportunity to address your review. Thank you.Review fromMitchell H
Date: 07/24/2022
1 starMitchell H
Date: 07/24/2022
Staff member in ************** (*****) was very rude. DO NOT EAT THE ALMONDS!! They taste like playdough!!! Same on my Delta flight back! Something seriously wrong at the factory!!American Airlines
Date: 07/25/2022
Thank you for taking the time to share your feedback. We take your comments very seriously and would like to hear more from you. Please feel free to contact us directly at www.aa.com/customerrelations as we would appreciate the opportunity to address your review. Thank you.Review fromWanda C
Date: 07/24/2022
1 starWanda C
Date: 07/24/2022
Every time there were delays which eventually end as cancels. In June 22, it took 3 days to get home (about 650 miles). Yesterday the 3pm arrival turned into midnight and missing part of the luggage I had paid an extra $300 for (tools for my job). I am considering a job change to avoid using American Airlines again. It has been horrible service since sometime around December 2021.American Airlines
Date: 07/25/2022
Thank you for taking the time to share your feedback. We take your comments very seriously and would like to hear more from you. Please feel free to contact us directly at www.aa.com/customerrelations as we would appreciate the opportunity to address your review. Thank you.Wanda C
Date: 08/06/2022
Thank you for your response. My son has gotten clearance to have a rental car to travel from one assignment to another. It took 3 days to get home once (a 10 hour drive). That trip had 5 or 6 cancellations. I understand when it is weather issues but just canceling is hard to understand. He was so excited when he started this job about flying and now he says he hates airports and planes. Im scared to fly so its not a problem for me. If you could work on flights leaving as scheduled (except with bad weather), it would be great. Also, re-evaluate your luggage policy possibly (at least for people carrying extra due to their line of work). Thank you.Review fromBrittany M
Date: 07/24/2022
1 starBrittany M
Date: 07/24/2022
*************************** Are you ready for this!?Originally I was supposed to fly out of ******* at 5:20pm.after 4 delays we are finally set to take off at 8:06 pm. Except we actually sit on the runway and leave LATE at 8:45. Arrived in ********* at 10:06 connecting flight scheduled to leave at 10:20 pm except they decided to leave EARLY and closed boarding at 10:14. Leaving behind 13 of us who made it to the gate at 10:22pm and literally watched them back the plane away from the gate. No hotels available. No flights until tomorrow afternoon.Unacceptable that this airline does not communicate to each other. They should see that there is a problem and go above an beyond to make sure: communicate how to make their customers experience is exceptional.American Airlines
Date: 07/25/2022
Thank you for taking the time to share your feedback. We take your comments very seriously and would like to hear more from you. Please feel free to contact us directly at www.aa.com/customerrelations as we would appreciate the opportunity to address your review. Thank you.Review fromphilip A
Date: 07/23/2022
1 starHuge problem with both the airport and American Airlines. Both are bordering on, if not willfully engaging in malfeasance. This is a one gate airport. They advertise ease of flight and saving time on travel. There are 3 main issues with this airport. 1) They tell you to arrive 45 minutes before your flight. If you arrive less than ***** minutes before your flight, their may not be any employees to give you your boarding pass. No ability to use electronic boarding passes or print your own ahead. If you follow their advice you will miss your flight and be charged your full fare + new fare. 2) Intentional dishonesty about plane status. If you are flying out of, or into the airport. They will continue to cancel flights until they get to a full plane. They know going into a day/month that one, maybe 2 planes on the weekend will depart or arrive. Yet they sell tickets for many more flights. They are intentionally avoiding transparency to encourage you to use this airport. If you knew your flight wouldnt depart til later, you may drive to *********** or STL. This costs travelers money in missed connections, travel delays, etc. It is intentional dishonesty. 3) Total disregard for customer well being. Most recently, a flight was boarded on time. Departure of 11:58am. It is 105 degrees outside and the plane is similar temperature. As soon as the last person sat down, they announced a delay of 2+ hours, with no deboarding in case of a sooner window. There are small children and elderly on this *************************************************** a car this hot, and American Airlines is doing it willfully. Why are they allowed to do this? They cited air traffic for the delay. ******* always has air traffic. Air traffic is planned ahead of time. They knew this flight wouldnt leave on time and didnt tell anyone. They want to trick everyone into using this airport by intentionally lying about flight availability and status. This happened to *********** several times.Review fromYolanda O.
Date: 07/23/2022
1 starYolanda O.
Date: 07/23/2022
I purchased a ticket for my daughter to fly to *************.I called the airline for them to book the flight because shes a minor and I did not want anything to be wrong. I booked the flight through American Airlines and asked the customer service representative is everything accurate and will my child be able to fly with out any problems and is this the price for a round-trip ticket the customer service representative said yes and I was charged for a round-trip ticket. The confirmation was sent to my email after I paid. when me and my child arrived at the airport to check in I was told that its only a one-way ticket I showed the worker at the counter the confirmation ticket that had the flight going and the flight coming back and I was told he could not do anything about it and I would have to pay for another ticket for her to Return being a mother of three I always plan ahead and budget my money accordingly.I was placed under distress because she was supposed to arrive in ************* a particular *************, Because I previously paid for another transportation service to pick and drop her off from the airport along with me paying for the actual program that she was attending that my money was nonrefundable. I did not agree with paying for an additional ticket. But the airline put me in a bad position mentally & financially. that did not happen one the plane was delayed she missed a Portion of the program. Along with American Airlines putting me in a financial bind. If I would have known that the ticket wouldve been way more than what I paid for and was quoted I would have never flown her out from ********* and also Ally would have canceled the ticket way before I got to the airline. I feel as if American Airlines hustle me out of ****** more extra dollars. And they did not honor the ticket that they sold to me to me this is fraud!American Airlines
Date: 07/25/2022
Thank you for taking the time to share your feedback. We take your comments very seriously. Our records show that you were contacted regarding this matter on July 23, 2022 under case 1-31683216236. If you have any additional questions or concerns, please feel free to contact us back. Thank you.Review fromEva M
Date: 07/23/2022
1 starEva M
Date: 07/23/2022
2 flights in 2 months horrible experiences. If I could rate a 0 I would!! My grandparents flying first class for the first time ever on a trip for their 65th wedding anniversary no call or alert to tell them their flight is delayed then the next flight was not first class and 12 hours of sitting in the airport to wait. They are in their 80s sitting in those airport chairs is not easy for anyone least of all for them. AA did nothing to accommodate them. Now the next month my daughters flight delayed no notice of the delay in advance and this time due to weather so they say beyond their control!! Well only to find out they only fly to that destination 2 times a day and the second flight was full and then didnt get her in the first flight the next day either !! As a very young adult working with no extra money airport food is expensive let alone another entire day in the airport and they wouldnt get her a room or put her in a delta flight flying out the same day !! The airline will not help you. They will run you in circles and say there is nothing they can do. The airline cannot afford to help you when weather strikes says the floor lead or supervisor well then $900 ticket should have paid for something in customer service !!! Both cases the tickets were not the cheapest and both cases the airline did nothing. ****************** you cannot buy with confidence.American Airlines
Date: 07/25/2022
Thank you for taking the time to share your feedback. We take your comments very seriously and would like to hear more from you. Please feel free to contact us directly at www.aa.com/customerrelations as we would appreciate the opportunity to address your review. Thank you.Review fromTerresa O
Date: 07/23/2022
1 starTerresa O
Date: 07/23/2022
This would be 0 stars if that was an option. I had to to cancel a trip this month (July 2022) because of **VID. AA gave me until 2/2023 to use the flight credit. So basically 6 months. So I booked a summer trip and when I tried to re-book for next year, I was told that I can only use my flight credit for a winter trip. My trip was to ** to hike, so, unless I can get a trip together in next month or so, I cannot use my trip credit to rebook the trip I had originally planned. Plus, AA has raised the cost of buying additional points, and how many points are needed to book a flight, so much they it practically renders the points you do have on your account useless. I have been a loyal AA customer for years and b**** my husband and I even have AA credit cards. Canceling those now and looking at other carrier options. So disappointed in AAs customer DIS-serviceAmerican Airlines
Date: 07/25/2022
Thank you for taking the time to share your feedback. Our records show that you currently have an open case (1-31687082889) that is under review. You should hear from our team soon. Thank you.
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